Customer Success Talks CSM Quick Lesson: Upselling Tactics with Jan Young
5 snips
Oct 8, 2025 Jan Young, a seasoned customer experience and success practitioner, shares powerful upselling tactics. She emphasizes the importance of timing and the right approach to maintain trust with customers. Selling too early can erode relationships, so focusing on needs post-sale is crucial. Jan discusses the balance between advocacy and expansion targets, warning against quota pressure that can lead to premature selling and increased churn. She also suggests proactive strategies for spotting upsell opportunities and highlights the value of effective negotiation skills.
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Right Person Product Time Or Lose Trust
- Selling post-sale damages trust if it's the wrong person, wrong product, or wrong time.
- You must restore trust before future sales or risk churn.
Ask Discovery Early To Surface Needs
- Ask discovery questions in early meetings to surface missing product needs.
- Recommend additional products only when they directly support customer outcomes.
CSMs Are Constantly Reselling Value
- CSMs constantly resell product value through routine interactions and business reviews.
- Standardizing expansion into the go-to-market strategy aligns CSMs with sustainable growth.
